GoToAssist Remote Support (v2.1, b715) Release Notes

Released June 17, 2014

SUMMARY:

  • Web App Changes
    • Added ability to manage frequency of desktop application updates
  • Desktop Application Changes
    • Added button to access Mobile Profiles (Windows only)
    • Added ability to retrieve diagnostics from Android customers  
    • Added “mouse and keyboard locking” to screen blanking

What’s New?

Web App Changes

Added Ability to Manage Frequency of Desktop Application Updates

  • Remote Support administrators now have the ability to change the frequency with which the users on their account are updated to newer builds of the GoToAssist Expert and GoToAssist Customer desktop applications. Administrators can choose different update settings for each company on the account, and/or select a default update setting for all companies under GoToAssist Settings (i.e., administrators can keep some users on an older build, other users on a newer build and let other users try out new beta builds).
  • Administrators can now choose from the following new settings on an account-wide or per-company basis:

    • Frequent Updates – This setting “subscribes” the account to receive beta builds, which will allow users to try out new features and tools before they are released to the general public. These beta builds are never released as default builds.

      • Note: Because these beta builds are still in testing, administrators may wish to avoid using them with actual customers. It is highly recommended that administrators create a “dummy” company on which to try out the beta builds by setting only the dummy company to “Frequent Updates” and leaving the rest of the companies on the account with “Regular Updates” or “Infrequent Updates”.

    • Regular Updates (default) – This setting leaves the account at the default level (i.e., same as not having the “Customer Update Settings” check box selected). Users will not receive updates unless a new default build is released by Citrix (which is the same as the previous functionality).

    • Infrequent Updates – This setting prevents applications from being automatically updated to a newer build, even if it is a default build. Administrators can select a specific version and build on which to remain so that users will not be updated unless their selected build is retired, at which point they will automatically be updated to the newest default build.

  • To change settings on an account-wide basis, administrators can go to Configure > GoToAssist Settings. Administrators can select the “Customize Update Settings” check box to view the Frequent Updates and Infrequent Updates options.

G2A_UpdateSettings

  • To change settings on a per-company basis, administrators can go to Configure > Companies > [select company] > Version Updates tab and select the “Create custom settings for this company” check box. They can then use the Regular Updates, Frequent Updates and Infrequent Updates options to modify the company’s settings (the setting “Regular Updates” equivalent to not having the “Customer Update Settings” check box selected under GoToAssist Settings).  

6-2-2014 12-13-45 PM

GoToAssist Expert Desktop Application Changes 

Added Button to Access Mobile Profiles (Windows only)

  • While in a support session with an Android customer, Windows technicians can now click the new Mobile Profiles button in the toolbar. This will open a web browser and direct them to the existing Mobile Profiles page in the GoToAssist web app.

6-10-2014 9-29-49 AMAdded Ability to Retrieve Diagnostics from Android Customers

  • Windows technicians can now access remote diagnostics from Android customers using the GoToAssist (Customer) app for Android. Previously, remote diagnostics were only available while in session with Windows and Mac customers.  Technicians can click Diagnostics while in session to view device information, start or uninstall applications, end processes, stop services, and export diagnostic reports.

TechWinEP - Rich Mobile Device Information 1Added “Mouse and Keyboard Locking” to Screen Blanking

  • When technicians use the screen blanking feature during an unattended support session, the customer’s computer will also have its mouse and keyboard locked in addition to having its screen blanked out.

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